Burning Bridges AI Refund Policy

Payment refunds and generation returns

Burning Bridges AI, operated by ZHANG WENCHAO (洋帆AI), handles two different situations: restoring the generation used by a failed video task, and a refund of money paid for a video pack. Restoring a generation does not refund a purchase. For questions, email support@burningbridges.dev.

Failed or canceled video tasks

When a task is confirmed as failed or canceled, its generation is returned through the task settlement process. No video result, provider failure and a completed video you simply dislike are different outcomes. A completed result does not automatically qualify for a generation return because its style or movement differs from an example.

A task may remain pending while the service checks whether the provider accepted it or is still processing it. An elapsed wait alone is not confirmation of failure. Check the task status and your available videos. If a confirmed failure has no corresponding return, contact support with the task ID. Avoid creating multiple new tasks while the first is unresolved.

Video-pack refund requests

Cash refunds for one-time video packs are reviewed case by case. There is no automatic money-back guarantee. We consider the order, payment status, delivery and use of video generations, the reported problem, and any mandatory rights under applicable law. Unused video generations alone do not guarantee a refund; used video generations or a completed generation do not override any rights the law gives you.

Contact us promptly about duplicate charges, a payment you did not authorize, video generations not delivered after a confirmed payment, or a material service problem. Do not pay again solely because an order is pending. We may ask for information needed to verify the payment and your ownership of the account.

How to request a review

Email support@burningbridges.dev or open an account support ticket. Include:

• The email used for your Burning Bridges AI account.
• The order number from Payments, purchase date and payment method.
• The reason for the request and what outcome you are asking for.
• Relevant task IDs, error messages or a screenshot with sensitive information removed.

Do not send passwords, security codes or full payment-card details. We will review the request and communicate the outcome. Do not treat a submitted request as an approved refund.

Approved refunds

If approved, a money refund is processed through the payment provider to the original payment method where supported. Bank and provider processing times vary; support can help check the status, but we do not promise a fixed arrival time. The amount and any partial refund will be confirmed during the review.

Once the provider confirms a refund, the payment record is updated and the related unused video generations are adjusted to reflect the refunded amount. A refund is not an additional generation award. Check Payments and Available videos for the recorded outcome.

Purchase validity

Video packs are one-time purchases and do not renew automatically. Purchased generations are valid for 365 days from payment confirmation. Expiry is separate from a technical task failure. Review Pricing before buying. Historical purchases retain their original order terms; contact support about an earlier purchase.

Your legal rights and policy updates

This policy does not limit mandatory consumer rights or remedies under applicable law. It should be read with the Terms of Service. The date above identifies the current version. For refund or cancellation questions, contact us.

Completed videos with a quality problem

If the lead is unrecognizable, a required wave/toast/lookout gesture is missing, or a broken file cannot be played, request a quality review within seven days of completion. Send the task ID and the affected timestamp through an account support ticket or contact support. Do not post private input or download links publicly.

Support checks the original input and output against the recipe and the reported defect. If approved, we restore the generation used for that task once so you can choose another photo or try a new take. Repeated requests for the same task do not create additional generation returns. A completed file remains available; this generation compensation is not a cash refund or a promise of an identical face. Requests to refund the purchase itself follow the payment review process above.

We do not automatically submit a second paid provider request after a failed or uncertain submission. Confirmed technical failures restore the generation used; follow the existing task while its status is being checked.